In short-term rentals, the process for handling potential damages is carried out in accordance with the security deposit policy determined by the homeowner.
The homeowner may choose to rent the property with or without a security deposit. This preference is clearly defined during the contract and listing stages. For stays that include a security deposit, any potential damages are primarily evaluated within the scope of the deposit.
If any damage is identified after the stay, it is documented with photographs and/or videos. When necessary, opinions from technical services or suppliers may be obtained to assess whether the damage resulted from normal use or misuse.
In the event of damage, Kozy Holiday acts as a neutral and professional intermediary (arbiter). Damage reports submitted by the homeowner are reviewed, the guest’s explanation or defense is obtained, and all visual records and supporting documents are evaluated. The nature of the damage and responsibility are analyzed objectively, with the aim of resolving the process fairly through mutual communication.
If the evaluation concludes that the damage was caused by the guest, the collection process is carried out through the security deposit (if applicable). In cases where no deposit is in place, a solution-oriented mutual agreement process is pursued between the parties.
Kozy Holiday manages the process in line with legal requirements and professional hospitality standards, safeguarding the rights of both parties. In the event of unresolved legal disputes, both parties retain the right to apply to the relevant legal authorities.